Making a complaint about us

What’s the process?

If you wish to complain about the HFEA, we have a formal process for handling such complaints. Full details can be found in our Corporate Complaints Policy.

Your first step should be to put your complaint in writing so that we can understand the issue you are raising and decide how best to address your concerns.

Please complete our complaints form or email your complaint to [email protected].

We will acknowledge your complaint within 5 working days, and may contact you if we require further information.

What can I complain about?

This policy covers complaints about the work, decisions or actions of the HFEA. This may include complaints about:

• the services we provide
• the work or conduct of our staff
• the information we publish
• the decisions we make
• how the HFEA has handled your personal data

Please note we cannot investigate complaints relating to the legal framework governing fertility treatment and research, particular licensing decisions, or matters that are not within our remit. If we think your complaint should be raised elsewhere, for example, with a different body or your MP, we will advise you of this.

We will not normally consider complaints if they are made more than 6 months after the matter being complained about.

What if I'm not happy with the outcome?

You may be able to ask for us to review it again.

If you’re still not happy, you can ask your Member of Parliament to refer it to the Public Service Ombudsman.